Service centers and everything connected with them. Opinion of Peter Ganelin Sony Ericsson

The problem of repairing cell phones sooner or later confronts each of us, and then we are faced with service centers. We asked Petr Ganelin, technical director of Sony Ericsson in Russia, to tell us about how service centers work, how they differ from servicing other household appliances.

EM. Service maintenance of mobile phones, how different is it from maintenance of household appliances, computers? What is closer to mobile phones as a product?
P.G. Direct and short answer: it is an independent product segment. Now I will try to explain why. Compared to home appliances, mobile phones have a much shorter life cycle. A three- or five-year-old TV or washing machine will naturally fit into a home interior and does not require special attention. A person with a phone released five years ago will not look very organic in any company.

Compared to computers, they are 90 percent modular. A mobile phone is a closed device. In a computer, any competent user can independently update both software and hardware. For mobile phones, this option is only available to authorized service partners.

EM. Often, users bring their phones to the SC when they have no problems, and the questions that have arisen are related to the quality of services provided by the operator. How should SC employees act in such a situation, because their actions can form a negative impression about the company's products as a whole?
P.G. The task of service center employees is to be as professional, loyal, and friendly as possible towards the end user. During the period of the emergence of new operators in various cities, the issue of coverage always arises, and sometimes the operator's support staff tries to switch the arrows to the equipment manufacturer. Our service centers had to deal with such unpleasant cases, they had to simply demonstrate the operation of SIM cards of various operators on the same phone to show that the problems that arose were not related to the device.

In general, testing of the device in the SC is carried out with the help of professional GSM testers, according to dozens of parameters, technical positions. A printout with test results can be provided to the client, from which it will be clear whether the device passed the tests or not.

EM. How is SonyEricsson's pricing policy formed in relation to non-warranty repairs, in particular, the repair of "gray" phones and possible failures in such?
P.G. Everything related to paid repairs is the responsibility of the SCs themselves. After all, service centers are commercial organizations, they work to make a profit. That is, they calculate their labor costs, planned profit, and then form a pricing policy. It must be remembered that professional service centers, and our partners are exactly like that, always evaluate the likelihood of some problems with the phone in the future. If they cannot give a guarantee for their work, that the device will work properly after a paid repair, then they may not take up the work. I fully endorse their policy in this matter. As a special case, flooded phones can be considered. Yes, you can clean the phone, solder the contacts, but no one can guarantee that there are no corrosive microdamages or other hidden defects. A professional service center will not undertake the repair of such a device.

EM. If we talk about flooded phones, it's no secret that people often drop them into the water themselves, especially at home. But how does talking in the rain affect the phone, what should the user know, how safe is it?
P.G. The phone can be used in a variety of conditions, you must try so that water does not get inside and does not get on the printed circuit board. It is necessary to protect the system connector, microphone, keyboard from water ingress. In the rain, first of all, talking is uncomfortable, just like smoking. It is better to try to avoid using the device in such conditions, but there is nothing wrong with that.

EM. If corrosion on the printed circuit board is found on the warranty phone, then the repair will immediately become paid, but the user himself is sure that he did not flood the device, what could be the matter?
P.G. There is a certain probability that even a drop of sweat from the forehead will fall into an unfortunate place between the body and the phone key, seep inside and cause irreparable damage there. But this is more about providence, there is a possibility of anything, how big it is - that's another question.

EM. How has the ratio of warranty and non-warranty repairs changed now?
P.G. The question is rather to the SC, since they do not provide us with strict reporting on non-warranty repairs. Now that mobile phones have become massive, the percentage of out-of-warranty repairs is falling. People often prefer to pay money for a new phone than to fix an old one for the same money. About 20-25 percent of the total number are non-warranty repairs, they are associated with both physical damage to phones and the usual failure of old phones.

EM. How likely is the emergence of independent SCs now?
P.G. The existence of an independent SC is very problematic without parallel distribution of phones, the business is not very profitable. This is possible with very high professionalism, competent work organization, qualified engineers are required who absorb not only technical skills, but also the culture of repair. Investments in expensive professional equipment and personnel are required. I would not recommend investors to invest in opening new SCs.

EM. How does the load of the SC depend on the number of models in the product line, what is the optimal size of the line from the standpoint of the SC?
P.G. It all depends, of course, on the volume of sales. There may be many models in a product line, but there are only a few on the market. This is one aspect, and the other includes the concept of the so-called product platform. There is some continuity of models in terms of their development, technological process, life cycle. For example, Ericsson A2618, A2628, T28, T29, T20, these five models include two platforms. From the point of view of spare parts and interchangeability, these are very similar products and they do not create any problems for the SC. Of course, when a new platform comes out, this requires the SC to study the technological documentation and purchase new spare parts. This moment is easily overcome, since the SC are quite flexible organizations.

EM. Does the SC affect the company, what is its role in the market?
P.G. SCs are the only interface on the market that provides feedback from the market. So, SC specialists can contact the Swedish office of the company, which, in turn, interacts with the developers. When new models appear, I always pay a lot of attention to ensure that the CCs evaluate all the positive and negative experiences that they have during their work. Often, problems are solved by changing the phone software, so in the T28 model with early firmware versions, subsequent charging was not possible after the lithium-polymer battery was completely discharged. This error was fixed very quickly, as information about it came from the SC.

EM. Then the question arises, how often do new firmware versions come out?
P.G. This is a continuous process, new software is released throughout the entire life cycle of the device with an interval of one and a half to two months. It should be emphasized that this process does not necessarily include fixing bugs, the next version of the software may simply contain the names of new operators.

EM. The lifetime of the apparatus in terms of SC, how much longer is it?
P.G. We, as a manufacturer, undertake to support the SC with materials and spare parts for three years from the moment the model is discontinued. This is more than enough, we define the service life of the device as two years. At the same time, from the moment the first prototypes appear to the sale of the last stocks, exactly these two years pass, plus three years of support, and it turns out that the total period of involvement of the SC in the service orbit of one device is about 5 years.

EM. Is there any information about the average lifespan of phones among users?
P.G. The weighted average is the same two years, but people often come to me for help in purchasing batteries for our 7 or 6 series, which has been discontinued for more than 5 years.

EM. Speaking of batteries and power. What is the repair policy for devices damaged by non-original chargers?
P.G. I myself saw, held in my hands devices that were mercilessly burned due to the use of non-original devices, in particular Chinese chargers, which simply burn the device. An experienced service engineer will immediately recognize this, because certain circuits are on fire, as the wrong voltage is supplied. Such repairs, of course, will be considered non-warranty. Our devices also automatically detect non-original batteries, a signal about this is given when charging, the corresponding inscription will be on the screen. There will be no indication of battery life on models where it is provided. The battery in such cases is charged slowly, in a gentle mode. Using non-original accessories, the user endangers his device, and is also content with less functionality.

EM. How does your company feel about such changes in phones as the included service menu, as well as battery meter functions.
P.G. A person, buying a product, acquires exactly the functionality that is described in the instructions. We are often approached by people with similar questions, how to get into the hidden menu, what key combination is needed, I found such a combination on the Internet, but it does not work, why and other questions. I'm at a loss to comment on additional functionality or, in Microsoft terms, undocumented features. We guarantee the operation of our products in accordance with the instructions and the information that is on the official website of the company. I admit the existence of engineering menus and other various interesting things in our devices, but this is not for the end user.

EM. Is information about the installed software version private from the user? Can he review it on his own before contacting the SC?
P.G. Good question. This information is not considered sensitive, but in no way am I advocating the ways in which the consumer can view them. In any case, information about problems, “phone diagnosis”, can only be supplied by the SC.

EM. Our readers often ask how to decipher the code on your company's battery to find out the date of manufacture.
P.G. Yes it is possible. Unlike the previous, secret knowledge, I try to propagate this issue in every possible way. The date is the first three digits in the serial number of the battery, the first digit is the year of manufacture, the second and third digits are the week of manufacture. Typically, the battery supplied with the device should not differ in date of issue from the device itself by more than a few months. This is an old version of marking, on new devices the date is highlighted explicitly, such as 02W28 - here the first two digits are the year of production, and all the digits after the letter W are the week.

EM. And how can I find out the release date of the device?
P.G. On the nameplate, under the battery, is the serial number. On it, before the letter W, the first two digits indicate the year of manufacture of the phone, the second two digits after this letter indicate the week of manufacture of the phone.

EM. How can a buyer protect himself from unscrupulous sellers without resorting to checking the battery when buying? After all, the life of the old battery is less.
P.G. Serious sellers have the opportunity to enter in the warranty card not only the phone, or rather its serial number, but also the battery number. The seller can make such an entry at the request of the client, as a rule, they do not put such marks in the warranty card on their own. 2012 Toyota Hilux there will be no replacement if there are any reasonable doubts about the differences in age of the device and the battery. Otherwise, it is impossible to prove that the battery and the phone were from the same set. But if the battery falls within the warranty period by the date of production, then the SC will meet halfway and replace it. On the other hand, SC employees should try to stop all possible abuses.

EM. Thank you for the interesting conversation and the last, traditional question, a few words for our readers.
P.G. Thank you very much for your interest in this material, our still young brand Sony Ericsson. And please take into account the fact that we and our partners in the SC love you and take care of your phones to the best of our ability.

Service centers and everything connected with them. Opinion of Peter Ganelin Sony Ericsson

The problem of repairing cell phones sooner or later confronts each of us, and then we are faced with service centers. We asked Petr Ganelin, technical director of Sony Ericsson in Russia, to tell us about how service centers work, how they differ from servicing other household appliances.

EM. Service maintenance of mobile phones, how different is it from maintenance of household appliances, computers? What is closer to mobile phones as a product?
P.G. Direct and short answer: it is an independent product segment. Now I will try to explain why. Compared to home appliances, mobile phones have a much shorter life cycle. A three- or five-year-old TV or washing machine will naturally fit into a home interior and does not require special attention. A person with a phone released five years ago will not look very organic in any company.

Compared to computers, they are 90 percent modular. A mobile phone is a closed device. In a computer, any competent user can independently update both software and hardware. For mobile phones, this option is only available to authorized service partners.

EM. Often, users bring their phones to the SC when they have no problems, and the questions that have arisen are related to the quality of services provided by the operator. How should SC employees act in such a situation, because their actions can form a negative impression about the company's products as a whole?
P.G. The task of service center employees is to be as professional, loyal, and friendly as possible towards the end user. During the period of the emergence of new operators in various cities, the issue of coverage always arises, and sometimes the operator's support staff tries to switch the arrows to the equipment manufacturer. Our service centers had to deal with such unpleasant cases, they had to simply demonstrate the operation of SIM cards of various operators on the same phone to show that the problems that arose were not related to the device.

In general, testing of the device in the SC is carried out with the help of professional GSM testers, according to dozens of parameters, technical positions. A printout with test results can be provided to the client, from which it will be clear whether the device passed the tests or not.

EM. How is SonyEricsson's pricing policy formed in relation to non-warranty repairs, in particular, the repair of "gray" phones and possible failures in such?
P.G. Everything related to paid repairs is the responsibility of the SCs themselves. After all, service centers are commercial organizations, they work to make a profit. That is, they calculate their labor costs, planned profit, and then form a pricing policy. It must be remembered that professional service centers, and our partners are exactly like that, always evaluate the likelihood of some problems with the phone in the future. If they cannot give a guarantee for their work, that the device will work properly after a paid repair, then they may not take up the work. I fully endorse their policy in this matter. As a special case, flooded phones can be considered. Yes, you can clean the phone, solder the contacts, but no one can guarantee that there are no corrosive microdamages or other hidden defects. A professional service center will not undertake the repair of such a device.

EM. If we talk about flooded phones, it's no secret that people often drop them into the water themselves, especially at home. But how does talking in the rain affect the phone, what should the user know, how safe is it?
P.G. The phone can be used in a variety of conditions, you must try so that water does not get inside and does not get on the printed circuit board. It is necessary to protect the system connector, microphone, keyboard from water ingress. In the rain, first of all, talking is uncomfortable, just like smoking. It is better to try to avoid using the device in such conditions, but there is nothing wrong with that.

EM. If corrosion on the printed circuit board is found on the warranty phone, then the repair will immediately become paid, but the user himself is sure that he did not flood the device, what could be the matter?
P.G. There is a certain probability that even a drop of sweat from the forehead will fall into an unfortunate place between the body and the phone key, seep inside and cause irreparable damage there. But this is more about providence, there is a possibility of anything, how big it is - that's another question.

EM. How has the ratio of warranty and non-warranty repairs changed now?
P.G. The question is rather to the SC, since they do not provide us with strict reporting on non-warranty repairs. Now that mobile phones have become massive, the percentage of out-of-warranty repairs is falling. People often prefer to pay money for a new phone than for the same money to fix an old one. About 20-25 percent of the total number are non-warranty repairs, they are associated with both physical damage to phones and the usual failure of old phones.

EM. How likely is the emergence of independent SCs now?
P.G. The existence of an independent SC is very problematic without parallel distribution of phones, the business is not very profitable. This is possible with very high professionalism, competent work organization, qualified engineers are required who absorb not only technical skills, but also the culture of repair. Investments in expensive professional equipment and personnel are required. I would not recommend investors to invest in opening new SCs.

EM. How does the load of the SC depend on the number of models in the product line, what is the optimal size of the line from the standpoint of the SC?
P.G. It all depends, of course, on the volume of sales. There may be many models in a product line, but there are only a few on the market. This is one aspect, and the other includes the concept of the so-called product platform. There is some continuity of models in terms of their development, technological process, life cycle. For example, Ericsson A2618, A2628, T28, T29, T20, these five models include two platforms. From the point of view of spare parts and interchangeability, these are very similar products and they do not create any problems for the SC. Of course, when a new platform comes out, this requires the SC to study the technological documentation and purchase new spare parts. This moment is easily overcome, since the SC are quite flexible organizations.

EM. Does the SC affect the company, what is its role in the market?
P.G. SCs are the only interface on the market that provides feedback from the market. So, SC specialists can contact the Swedish office of the company, which, in turn, interacts with the developers. When new models appear, I always pay a lot of attention to ensure that the CCs evaluate all the positive and negative experiences that they have during their work. Often, problems are solved by changing the phone software, so in the T28 model with early firmware versions, subsequent charging was not possible after the lithium-polymer battery was completely discharged. This error was fixed very quickly, as information about it came from the SC.

EM. Then the question arises, how often do new firmware versions come out?
P.G. This is a continuous process, new software is released throughout the entire life cycle of the device with an interval of one and a half to two months. It should be emphasized that this process does not necessarily include fixing bugs, the next version of the software may simply contain the names of new operators.

EM. The lifetime of the apparatus in terms of SC, how much longer is it?
P.G. We, as a manufacturer, undertake to support the SC with materials and spare parts for three years from the moment the model is discontinued. This is more than enough, we define the service life of the device as two years. At the same time, from the moment the first prototypes appear to the sale of the last stocks, exactly these two years pass, plus three years of support, and it turns out that the total period of involvement of the SC in the service orbit of one device is about 5 years.

EM. Is there any information about the average lifespan of phones among users?
P.G. The weighted average is the same two years, but people often come to me for help in purchasing batteries for our 7 or 6 series, which has been discontinued for more than 5 years.

EM. Speaking of batteries and power. What is the repair policy for devices damaged by non-original chargers?
P.G. I myself saw, held in my hands devices that were mercilessly burned due to the use of non-original devices, in particular Chinese chargers, which simply burn the device. An experienced service engineer will immediately recognize this, because certain circuits are burning, as the wrong voltage is being applied. Such repairs, of course, will be considered non-warranty. Our devices also automatically detect non-original batteries, a signal about this is given when charging, the corresponding inscription will be on the screen. There will be no indication of battery life, on models where it is provided. The battery in such cases is charged slowly, in a gentle mode. Using non-original accessories, the user endangers his device, and is also content with less functionality.

EM. How does your company feel about such changes in phones as the included service menu, as well as battery meter functions.
P.G. A person, buying a product, acquires exactly the functionality that is described in the instructions. We are often approached by people with similar questions, how to get into the hidden menu, what key combination is needed, I found such a combination on the Internet, but it does not work, why and other questions. I'm at a loss to comment on additional functionality or, in Microsoft terms, undocumented features. We guarantee the operation of our products in accordance with the instructions and the information that is on the official website of the company. I admit the existence of engineering menus and other various interesting things in our devices, but this is not for the end user.

EM. Is the information about the installed software version private from the user? Can he review it on his own before contacting the SC?
P.G. Good question. This information is not considered sensitive, but in no way am I advocating the ways in which the consumer can view them. In any case, information about problems, “phone diagnosis”, can only be supplied by the SC.

EM. Our readers often ask how to decipher the code on your company's battery to find out the date of manufacture.
P.G. Yes it is possible. Unlike the previous, secret knowledge, I try to propagate this issue in every possible way. The date is the first three digits in the serial number of the battery, the first digit is the year of manufacture, the second and third digits are the week of manufacture. Typically, the battery supplied with the device should not differ in date of issue from the device itself by more than a few months. This is an old version of marking, on new devices the date is highlighted explicitly, such as 02W28 - here the first two digits are the year of production, and all the digits after the letter W are the week.

EM. And how can I find out the release date of the device?
P.G. On the nameplate, under the battery, is the serial number. On it, before the letter W, the first two digits indicate the year of manufacture of the phone, the second two digits after this letter indicate the week of manufacture of the phone.

EM. How can a buyer protect himself from unscrupulous sellers without resorting to checking the battery when buying? After all, the life of the old battery is less.
P.G. Serious sellers have the opportunity to enter in the warranty card not only the phone, or rather its serial number, but also the battery number. The seller can make such an entry at the request of the client, as a rule, they do not put such marks in the warranty card on their own. 2012 Toyota Hilux there will be no replacement if there are any reasonable doubts about the differences in age of the device and the battery. Otherwise, it is impossible to prove that the battery and the phone were from the same set. But if the battery falls within the warranty period by the date of production, then the SC will meet halfway and replace it. On the other hand, SC employees should try to stop all possible abuses.

EM. Thank you for the interesting conversation and the last, traditional question, a few words for our readers.
P.G. Thank you very much for your interest in this material, our still young brand Sony Ericsson. And please take into account the fact that we and our partners in the SC love you and take care of your phones to the best of our ability.

Service centers and everything connected with them. Opinion of Peter Ganelin Sony Ericsson

The problem of repairing cell phones sooner or later confronts each of us, and then we are faced with service centers. We asked Petr Ganelin, technical director of Sony Ericsson in Russia, to tell us about how service centers work, how they differ from servicing other household appliances.

EM. Service maintenance of mobile phones, how different is it from maintenance of household appliances, computers? What is closer to mobile phones as a product?
P.G. Direct and short answer: it is an independent product segment. Now I will try to explain why. Compared to home appliances, mobile phones have a much shorter life cycle. A three- or five-year-old TV or washing machine will naturally fit into a home interior and does not require special attention. A person with a phone released five years ago will not look very organic in any company.

Compared to computers, they are 90 percent modular. A mobile phone is a closed device. In a computer, any competent user can independently update both software and hardware. For mobile phones, this option is only available to authorized service partners.

EM. Often, users bring their phones to the SC when they have no problems, and the questions that have arisen are related to the quality of services provided by the operator. How should SC employees act in such a situation, because their actions can form a negative impression about the company's products as a whole?
P.G. The task of service center employees is to be as professional, loyal, and friendly as possible towards the end user. During the period of the emergence of new operators in various cities, the issue of coverage always arises, and sometimes the operator's support staff tries to switch the arrows to the equipment manufacturer. Our service centers had to deal with such unpleasant cases, they had to simply demonstrate the operation of SIM cards of various operators on the same phone to show that the problems that arose were not related to the device.

In general, testing of the device in the SC is carried out with the help of professional GSM testers, according to dozens of parameters, technical positions. A printout with test results can be provided to the client, from which it will be clear whether the device passed the tests or not.

EM. How is SonyEricsson's pricing policy formed in relation to non-warranty repairs, in particular, the repair of "gray" phones and possible failures in such?
P.G. Everything related to paid repairs is the responsibility of the SCs themselves. After all, service centers are commercial organizations, they work to make a profit. That is, they calculate their labor costs, planned profit, and then form a pricing policy. It must be remembered that professional service centers, and our partners are exactly like that, always evaluate the likelihood of some problems with the phone in the future. If they cannot give a guarantee for their work, that the device will work properly after a paid repair, then they may not take up the work. I fully endorse their policy in this matter. As a special case, flooded phones can be considered. Yes, you can clean the phone, solder the contacts, but no one can guarantee that there are no corrosive microdamages or other hidden defects. A professional service center will not undertake the repair of such a device.

EM. If we talk about flooded phones, it's no secret that people often drop them into the water themselves, especially at home. But how does talking in the rain affect the phone, what should the user know, how safe is it?
P.G. The phone can be used in a variety of conditions, you must try so that water does not get inside and does not get on the printed circuit board. It is necessary to protect the system connector, microphone, keyboard from water ingress. In the rain, first of all, talking is uncomfortable, just like smoking. It is better to try to avoid using the device in such conditions, but there is nothing wrong with that.

EM. If corrosion on the printed circuit board is found on the warranty phone, then the repair will immediately become paid, but the user himself is sure that he did not flood the device, what could be the matter?
P.G. There is a certain probability that even a drop of sweat from the forehead will fall into an unfortunate place between the body and the phone key, seep inside and cause irreparable damage there. But this is more about providence, there is a possibility of anything, how big it is - that's another question.

EM. How has the ratio of warranty and non-warranty repairs changed now?
P.G. The question is rather to the SC, since they do not provide us with strict reporting on non-warranty repairs. Now that mobile phones have become massive, the percentage of out-of-warranty repairs is falling. People often prefer to pay money for a new phone than for the same money to fix an old one. About 20-25 percent of the total number are non-warranty repairs, they are associated with both physical damage to phones and the usual failure of old phones.

EM. How likely is the emergence of independent SCs now?
P.G. The existence of an independent SC is very problematic without parallel distribution of phones, the business is not very profitable. This is possible with very high professionalism, competent work organization, qualified engineers are required who absorb not only technical skills, but also the culture of repair. Investments in expensive professional equipment and personnel are required. I would not recommend investors to invest in opening new SCs.

EM. How does the load of the SC depend on the number of models in the product line, what is the optimal size of the line from the standpoint of the SC?
P.G. It all depends, of course, on the volume of sales. There may be many models in a product line, but there are only a few on the market. This is one aspect, and the other includes the concept of the so-called product platform. There is some continuity of models in terms of their development, technological process, life cycle. For example, Ericsson A2618, A2628, T28, T29, T20, these five models include two platforms. From the point of view of spare parts and interchangeability, these are very similar products and they do not create any problems for the SC. Of course, when a new platform comes out, this requires the SC to study the technological documentation and purchase new spare parts. This moment is easily overcome, since the SC are quite flexible organizations.

EM. Does the SC affect the company, what is its role in the market?
P.G. SCs are the only interface on the market that provides feedback from the market. So, SC specialists can contact the Swedish office of the company, which, in turn, interacts with the developers. When new models appear, I always pay a lot of attention to ensure that the CCs evaluate all the positive and negative experiences that they have during their work. Often, problems are solved by changing the phone software, so in the T28 model with early firmware versions, subsequent charging was not possible after the lithium-polymer battery was completely discharged. This error was fixed very quickly, as information about it came from the SC.

EM. Then the question arises, how often do new firmware versions come out?
P.G. This is a continuous process, new software is released throughout the entire life cycle of the device with an interval of one and a half to two months. It should be emphasized that this process does not necessarily include fixing bugs, the next version of the software may simply contain the names of new operators.

EM. The lifetime of the device in terms of SC, how much longer is it?
P.G. We, as a manufacturer, undertake to support the SC with materials and spare parts for three years from the moment the model is discontinued. This is more than enough, we define the service life of the device as two years. At the same time, from the moment the first prototypes appear to the sale of the last stocks, exactly these two years pass, plus three years of support, and it turns out that the total period of involvement of the SC in the service orbit of one device turns out to be about 5 years.

EM. Is there any information about the average lifespan of phones among users?
P.G. The weighted average is the same two years, but people often come to me for help in purchasing batteries for our 7 or 6 series, which has been discontinued for more than 5 years.

EM. Speaking of batteries and power. What is the repair policy for devices damaged by non-original chargers?
P.G. I myself saw, held in my hands devices that were mercilessly burned due to the use of non-original devices, in particular Chinese chargers, which simply burn the device. An experienced service engineer will immediately recognize this, because certain circuits are on fire, as the wrong voltage is supplied. Such repairs, of course, will be considered non-warranty. Our devices also automatically detect non-original batteries, a signal about this is given when charging, the corresponding inscription will be on the screen. There will be no indication of battery life on models where it is provided. The battery in such cases is charged slowly, in a gentle mode. Using non-original accessories, the user endangers his device, and is also content with less functionality.

EM. How does your company feel about such changes in phones as the included service menu, as well as battery meter functions.
P.G. A person, buying a product, acquires exactly the functionality that is described in the instructions. We are often approached by people with similar questions, how to get into the hidden menu, what key combination is needed, I found such a combination on the Internet, but it does not work, why and other questions. I'm at a loss to comment on additional functionality or, in Microsoft terms, undocumented features. We guarantee the operation of our products in accordance with the instructions and the information that is on the official website of the company. I admit the existence of engineering menus and other various interesting things in our devices, but this is not for the end user.

EM. Is the information about the installed software version private from the user? Can he review it on his own before contacting the SC?
P.G. Good question. This information is not considered sensitive, but in no way am I advocating the ways in which the consumer can view them. In any case, information about problems, “phone diagnosis”, can only be supplied by the SC.

EM. Our readers often ask how to decipher the code on your company's battery to find out the date of manufacture.
P.G. Yes it is possible. Unlike the previous, secret knowledge, I try to propagate this issue in every possible way. The date is the first three digits in the serial number of the battery, the first digit is the year of manufacture, the second and third digits are the week of manufacture. Typically, the battery supplied with the device should not differ in date of issue from the device itself by more than a few months. This is an old version of marking, on new devices the date is highlighted explicitly, such as 02W28 - here the first two digits are the year of production, and all the digits after the letter W are the week.

EM. And how can I find out the release date of the device?
P.G. On the nameplate, under the battery, is the serial number. On it, before the letter W, the first two digits indicate the year of manufacture of the phone, the second two digits after this letter indicate the week of manufacture of the phone.

EM. How can a buyer protect himself from unscrupulous sellers without resorting to checking the battery when buying? After all, the life of the old battery is less.
P.G. Serious sellers have the opportunity to enter in the warranty card not only the phone, or rather its serial number, but also the battery number. The seller can make such an entry at the request of the client, as a rule, they do not put such marks in the warranty card on their own. 2012 Toyota Hilux there will be no replacement if there are any reasonable doubts about the differences in age of the device and the battery. Otherwise, it is impossible to prove that the battery and the phone were from the same set. But if the battery falls within the warranty period by the date of production, then the SC will meet halfway and replace it. On the other hand, SC employees should try to stop all possible abuses.

EM. Thank you for the interesting conversation and the last, traditional question, a few words for our readers.
P.G. Thank you very much for your interest in this material, our still young brand Sony Ericsson. And please take into account the fact that we and our partners in the SC love you and take care of your phones to the best of our ability.

Service centers and everything connected with them. Opinion of Peter Ganelin Sony Ericsson

The problem of repairing cell phones sooner or later confronts each of us, and then we are faced with service centers. We asked Petr Ganelin, technical director of Sony Ericsson in Russia, to tell us about how service centers work, how they differ from servicing other household appliances.

EM. Service maintenance of mobile phones, how different is it from maintenance of household appliances, computers? What is closer to mobile phones as a product? P.G. Direct and short answer: it is an independent product segment. Now I will try to explain why. Compared to home appliances, mobile phones have a much shorter life cycle. A three- or five-year-old TV or washing machine will naturally fit into a home interior and does not require special attention. A person with a phone released five years ago will not look very organic in any company.

Compared to computers, they are 90 percent modular. A mobile phone is a closed device. In a computer, any competent user can independently update both software and hardware. For mobile phones, this option is only available to authorized service partners.

EM. Often, users bring their phones to the SC when they have no problems, and the questions that have arisen are related to the quality of services provided by the operator. How should SC employees act in such a situation, because their actions can form a negative impression about the company's products as a whole? P.G. The task of service center employees is to be as professional, loyal, and friendly as possible towards the end user. During the period of the emergence of new operators in various cities, the issue of coverage always arises, and sometimes the operator's support staff tries to switch the arrows to the equipment manufacturer. Our service centers had to deal with such unpleasant cases, they had to simply demonstrate the operation of SIM cards of various operators on the same phone to show that the problems that arose were not related to the device.

In general, testing of the device in the SC is carried out with the help of professional GSM testers, according to dozens of parameters, technical positions. A printout with test results can be provided to the client, from which it will be clear whether the device passed the tests or not.

EM. How is SonyEricsson's pricing policy formed in relation to non-warranty repairs, in particular, the repair of "gray" phones and possible failures in such? P.G. Everything related to paid repairs is the responsibility of the SCs themselves. After all, service centers are commercial organizations, they work to make a profit. That is, they calculate their labor costs, planned profit, and then form a pricing policy. It must be remembered that professional service centers, and our partners are exactly like that, always evaluate the likelihood of some problems with the phone in the future. If they cannot give a guarantee for their work, that the device will work properly after a paid repair, then they may not take up the work. I fully endorse their policy in this matter. As a special case, flooded phones can be considered. Yes, you can clean the phone, solder the contacts, but no one can guarantee that there are no corrosive microdamages or other hidden defects. A professional service center will not undertake the repair of such a device.

EM. If we talk about flooded phones, it's no secret that people often drop them into the water themselves, especially at home. But how does talking in the rain affect the phone, what should the user know, how safe is it? P.G. The phone can be used in a variety of conditions, you must try so that water does not get inside and does not get on the printed circuit board. It is necessary to protect the system connector, microphone, keyboard from water ingress. In the rain, first of all, talking is uncomfortable, just like smoking. It is better to try to avoid using the device in such conditions, but there is nothing wrong with that.

EM. If corrosion on the printed circuit board is found on the warranty phone, then the repair will immediately become paid, but the user himself is sure that he did not flood the device, what could be the matter? P.G. There is a certain probability that even a drop of sweat from the forehead will fall into an unfortunate place between the body and the phone key, seep inside and cause irreparable damage there. But this is more about providence, there is a possibility of anything, how big it is - that's another question.

EM. How has the ratio of warranty and non-warranty repairs changed now? P.G. The question is rather to the SC, since they do not provide us with strict reporting on non-warranty repairs. Now that mobile phones have become massive, the percentage of out-of-warranty repairs is falling. People often prefer to pay money for a new phone than for the same money to fix an old one. About 20-25 percent of the total number are non-warranty repairs, they are associated with both physical damage to phones and the usual failure of old phones.

EM. How likely is the emergence of independent SCs now? P.G. The existence of an independent SC is very problematic without parallel distribution of phones, the business is not very profitable. This is possible with very high professionalism, competent work organization, qualified engineers are required who absorb not only technical skills, but also the culture of repair. Investments in expensive professional equipment and personnel are required. I would not recommend investors to invest in opening new SCs.

EM. How does the load of the SC depend on the number of models in the product line, what is the optimal size of the line from the standpoint of the SC? P.G. It all depends, of course, on the volume of sales. There may be many models in a product line, but there are only a few on the market. This is one aspect, and the other includes the concept of the so-called product platform. There is some continuity of models in terms of their development, technological process, life cycle. For example, Ericsson A2618, A2628, T28, T29, T20, these five models include two platforms. From the point of view of spare parts and interchangeability, these are very similar products and they do not create any problems for the SC. Of course, when a new platform comes out, this requires the SC to study the technological documentation and purchase new spare parts. This moment is easily overcome, since the SC are quite flexible organizations.

EM. Does the SC affect the company, what is its role in the market? P.G. SCs are the only interface on the market that provides feedback from the market. So, SC specialists can contact the Swedish office of the company, which, in turn, interacts with the developers. When new models appear, I always pay a lot of attention to ensure that the CCs evaluate all the positive and negative experiences that they have during their work. Often, problems are solved by changing the phone software, so in the T28 model with early firmware versions, subsequent charging was not possible after the lithium-polymer battery was completely discharged. This error was fixed very quickly, as information about it came from the SC.

EM. Then the question arises, how often do new firmware versions come out? P.G. This is a continuous process, new software is released throughout the entire life cycle of the device with an interval of one and a half to two months. It should be emphasized that this process does not necessarily include fixing bugs, the next version of the software may simply contain the names of new operators.

EM. The lifetime of the device in terms of SC, how much longer is it? P.G. We, as a manufacturer, undertake to support the SC with materials and spare parts for three years from the moment the model is discontinued. This is more than enough, we define the service life of the device as two years. At the same time, from the moment the first prototypes appear to the sale of the last stocks, exactly these two years pass, plus three years of support, and it turns out that the total period of involvement of the SC in the service orbit of one device is about 5 years.

EM. Is there any information about the average life of phones from users? P.G. The weighted average is the same two years, but people often come to me for help in purchasing batteries for our 7 or 6 series, which has been discontinued for more than 5 years.

EM. Speaking of batteries and power. What is the repair policy for devices damaged by non-original chargers? P.G. I myself saw, held in my hands devices that were mercilessly burned due to the use of non-original devices, in particular Chinese chargers, which simply burn the device. An experienced service engineer will immediately recognize this, because certain circuits are on fire, as the wrong voltage is supplied. Such repairs, of course, will be considered non-warranty. Our devices also automatically detect non-original batteries, a signal about this is given when charging, the corresponding inscription will be on the screen. There will be no indication of battery life on models where it is provided. The battery in such cases is charged slowly, in a gentle mode. Using non-original accessories, the user endangers his device, and is also content with less functionality.

EM. How does your company feel about such changes in phones as the included service menu, as well as battery meter functions. P.G. A person, buying a product, acquires exactly the functionality that is described in the instructions. We are often approached by people with similar questions, how to get into the hidden menu, what key combination is needed, I found such a combination on the Internet, but it does not work, why and other questions. I'm at a loss to comment on additional functionality or, in Microsoft terms, undocumented features. We guarantee the operation of our products in accordance with the instructions and the information that is on the official website of the company. I admit the existence of engineering menus and other various interesting things in our devices, but this is not for the end user.

EM. Is information about the installed software version private from the user? Can he review it on his own before contacting the SC? P.G. Good question. This information is not considered sensitive, but in no way am I advocating the ways in which the consumer can view them. In any case, information about problems, “phone diagnosis”, can only be supplied by the SC.

EM. Our readers often ask how to decipher the code on your company's battery to find out the date of manufacture. P.G. Yes it is possible. Unlike the previous, secret knowledge, I try to propagate this issue in every possible way. The date is the first three digits in the serial number of the battery, the first digit is the year of manufacture, the second and third digits are the week of manufacture. Typically, the battery supplied with the device should not differ in date of issue from the device itself by more than a few months. This is an old version of marking, on new devices the date is highlighted explicitly, such as 02W28 - here the first two digits are the year of production, and all the digits after the letter W are the week.

EM. And how to find out the release date of the device? P.G. On the nameplate, under the battery, is the serial number. On it, before the letter W, the first two digits indicate the year of manufacture of the phone, the second two digits after this letter indicate the week of manufacture of the phone.

EM. How can a buyer protect himself from unscrupulous sellers without resorting to checking the battery when buying? After all, the life of the old battery is less. P.G. Serious sellers have the opportunity to enter in the warranty card not only the phone, or rather its serial number, but also the battery number. The seller can make such an entry at the request of the client, as a rule, they do not put such marks in the warranty card on their own. 2012 Toyota Hilux If such a record is made at the time of purchase, then in the future there will be no problems with the replacement if there are any reasonable doubts about the differences in age of the device and battery. Otherwise, it is impossible to prove that the battery and the phone were from the same set. But if the battery falls within the warranty period by the date of production, then the SC will meet halfway and replace it. On the other hand, SC employees should try to stop all possible abuses.

EM. How can a buyer protect himself from unscrupulous sellers without resorting to checking the battery when buying? After all, the life of the old battery is less.
P.G. Serious sellers have the opportunity to enter in the warranty card not only the phone, or rather its serial number, but also the battery number. The seller can make such an entry at the request of the client, as a rule, they do not put such marks in the warranty card on their own. 2012 Toyota Hilux 2012 Toyota Hilux If such a record was made during the purchase, then in the future there will be no problems with the replacement, if there are any reasonable doubts about the differences in the age of the device and the battery. Otherwise, it is impossible to prove that the battery and the phone were from the same set. But if the battery falls within the warranty period by the date of production, then the SC will meet halfway and replace it. On the other hand, SC employees should try to stop all possible abuses.

EM. Thank you for the interesting conversation and the last, traditional question, a few words for our readers. P.G. Thank you very much for your interest in this material, our still young brand Sony Ericsson. And please take into account the fact that we and our partners in the SC love you and take care of your phones to the best of our ability.